ICT Support Officer at Novatel Hotel

Job Summary

• The ICT Support Officer is responsible for providing reliable technical support across the hotel’s IT infrastructure and ensuring that all computer systems, networks, internet services, hotel software, CCTV systems, POS systems, telecommunication equipment, and other technology-related services operate efficiently.
• The successful candidate will provide prompt technical assistance to hotel staff, troubleshoot IT issues, maintain ICT equipment, and support the smooth operation of hotel services.

Key Responsibilities
Technical Support:

• Provide first-line technical support to hotel staff and departments.
• Troubleshoot and resolve computer hardware and software problems.
• Install, configure, maintain, and upgrade computers, printers, scanners, and other IT equipment.
• Assist staff with technical issues involving Windows, Microsoft Office, email, and other business applications.
• Respond promptly to IT support requests and minimize system downtime.

Network & Internet Support:

• Monitor and maintain the hotel's LAN, Wi-Fi, internet, and network infrastructure.
• Troubleshoot connectivity problems affecting guest rooms, offices, restaurants, conference areas, and other hotel facilities.
• Maintain network devices such as switches, routers, access points, and related equipment.
• Assist with network cabling, configuration, and maintenance.
• Monitor internet performance and report recurring service issues to the IT Manager and service providers.

Hotel Systems & Applications:

• Provide technical support for hotel management systems, PMS, POS, accounting systems, and other hotel applications.
• Support restaurant and front-office POS systems and printers.
• Assist with user account creation, access permissions, password resets, and system configuration.
• Liaise with software vendors and service providers when specialized technical assistance is required.

CCTV & Security Systems:

• Monitor the operational status of the hotel's CCTV system.
• Troubleshoot CCTV cameras, recording systems, monitors, and network connections.
• Report faulty cameras or security equipment and coordinate repairs when required.
• Assist with other electronic security systems, including access control and door-lock systems.

Hardware & Equipment Maintenance:

• Maintain an updated inventory of all ICT equipment.
• Perform routine preventive maintenance on computers, printers, network equipment, and other IT devices.
• Ensure IT equipment is properly configured, secured, and maintained.
• Identify faulty or outdated equipment and recommend replacement or upgrades.
• Keep the ICT office and equipment areas clean, organized, and secure.

Data & System Security:

• Assist in protecting hotel systems and data against unauthorized access.
• Maintain appropriate user access controls and passwords.
• Ensure antivirus and security software are properly installed and updated.
• Support regular data backup procedures.
• Report suspected security incidents, unauthorized access, or unusual system activities to the IT Manager immediately.

Staff Support & Training:

• Assist hotel employees with the proper use of IT systems and equipment.
• Provide basic training and guidance to staff on hotel applications and technology.
• Educate users on basic cybersecurity practices, password security, and safe use of company systems.

Documentation & Reporting:

• Maintain records of IT equipment, repairs, installations, and maintenance activities.
• Keep proper records of reported IT incidents and resolutions.
• Prepare daily, weekly, or monthly IT reports when required.
• Document network configurations, equipment locations, passwords/access procedures, and system information securely.

Vendor & Service Provider Coordination:

• Communicate with internet service providers, software vendors, CCTV technicians, POS vendors, and other technology service providers when necessary.
• Follow up on unresolved technical issues and service interruptions.
• Assist with the installation and commissioning of new ICT equipment and services.

Hotel Operations Support:

• Provide ICT support during meetings, conferences, events, and other hotel activities.
• Assist with audio-visual equipment, projectors, displays, internet access, and other technology requirements for events.
• Respond quickly to urgent technical problems that may affect hotel operations or guest experience.
• Perform other ICT-related duties assigned by the IT Manager or Management.

Key Performance Areas (KPIs)

• Timely resolution of IT support requests.
• Minimal ICT-related downtime.
• Reliable hotel internet and network availability.
• Proper maintenance of ICT equipment.
• Effective support for PMS, POS, CCTV, and other hotel systems.
• Accurate ICT inventory and maintenance records.
• Effective data backup and system security practices.
• Positive feedback from hotel departments regarding ICT support.